Re: Linking the ARAPI on Linux

[Richard Levasseur]

Hi,

We encountered a similar problem on my team: somethings required
libstdc++.so.6, and the ar libs required libstdc++.so.5.  We were able to
make and run programs even though both versions of libstdc++ were being
loaded, but it caused large memory leaks, and eventual crashes, over time.

We were able to work around the issue by using dlopen() with the RTLD_LOCAL
and RTLD_DEEPBIND flags, and only if we manually loaded all the dependencies
in the right order.  e.g,:

dlopen(libstdc++.so.5)
dlopen(libicu stuff)
dlopen(libar)

Richard


On Fri, Feb 12, 2010 at 11:37 AM, Jill E. Anderson wrote:

> ** Misi,
>
> On Fri, Feb 12, 2010 at 11:55 AM, Misi Mladoniczky  wrote:
>
>> I have tried the 7.1.0 patch 8 ARAPI, as well as the 7.5.0 patch 4 ARAPI.
>>
>
> We are only at 7.0.01 patch ?? so maybe the API has changed enough to make
> my statements of "no errors" incorrect for your case. :-)
>
>
>> I have installed the libstdc++.so.5 parallel to libstdc++.so.6, and made
>> the linker work, but I get a warning like this.
>>
>> warning: libstdc++.so.5, needed by libicuucbmc.so.32, may conflict with
>> libstdc++.so.6.
>>
>
> Did you install the "paralell" version from the RHEL package
> compat-libstdc++-33 ? With this package, I see no such errors and it
> includes the libstdc++.so.5 shared library. I assume CentOS repositories use
> the same naming convention for the package.
>
> I can't advise what the equivalent package is named on other distributions
> like Ubuntu.
>
> Good luck.
>
> Jill Anderson
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Custom Change Management Application: Share?

[Rabi Tripathi]

Hi all,
If anybody has a custom, stand alone Change Management application that you can 
share with me, let me know. It can be simple. Or complex (if it's ITILish). 
Prefer to have it run on ARS 6.3, but I may be able to use one based on ARS 7.x 
as well. I will also take one written on ARS 5, if its well written.

I was planning to write a simple one, but figured that I shouldn't reinvent the 
wheel, because we don't have big or rigorous requirements. Now give me those 
wheels...

I should have checked Dev. Community. Will do that too.

Thanks.


  

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Re: CentOS: Installing ARS 7.x, ITSM 7.x on

[Rabi Tripathi]

Thanks Danny. That helps.

On Thu, Feb 11, 2010 at 1:46 PM, Danny Kellett 
 wrote:

Yep, I have it running on a vm on Centos 4. Something. The AR version is 7.1
and ITSM 7.03.

You have to edit the ar_install script to fool it as it looks for Red Hat
etc though.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi
Sent: 11 February 2010 18:42
To: arslist@ARSLIST.ORG
Subject: CentOS: Installing ARS 7.x, ITSM 7.x on

Doable? Any caveats?

I'm trying to put together a test box. Decided to build my own machine using
freebies after chasing the "system" people to get me a RHEL box or VM, with
no results. >:(  (That's supposed to be an "angry and sad" emoticon).

I will be setting up my own Oracle and perhaps apache instance as well. On
CentOS. Fun.


  

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Jaspeserver integration

[Robert Fults]

I am trying to get Jasperserver to connect to ARS 7.1 using Jaspars.  I tried 
using the writeup  
http://www.mypathworks.com/arslist/Public?id=8ae4b6940c259f32010c3707fbae01bf 
to connect using iReport and can connect, but connecting Jasperserver to the 
data source seems a bit more complicated.  I know some listers have 
successfully implemented this, so if anyone can help out with this please share 
your experience.  DB is Oracle 11g.

Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu


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Re: Linking the ARAPI on Linux

[Jill E. Anderson]

Misi,

On Fri, Feb 12, 2010 at 11:55 AM, Misi Mladoniczky  wrote:

> I have tried the 7.1.0 patch 8 ARAPI, as well as the 7.5.0 patch 4 ARAPI.
>

We are only at 7.0.01 patch ?? so maybe the API has changed enough to make
my statements of "no errors" incorrect for your case. :-)


> I have installed the libstdc++.so.5 parallel to libstdc++.so.6, and made
> the linker work, but I get a warning like this.
>
> warning: libstdc++.so.5, needed by libicuucbmc.so.32, may conflict with
> libstdc++.so.6.
>

Did you install the "paralell" version from the RHEL package
compat-libstdc++-33 ? With this package, I see no such errors and it
includes the libstdc++.so.5 shared library. I assume CentOS repositories use
the same naming convention for the package.

I can't advise what the equivalent package is named on other distributions
like Ubuntu.

Good luck.

Jill Anderson

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ARSmarts Grapher beta: new build available.

[support]

Hello List,
Hello Testers,

A new build of ARSmarts 2.5 Grapher is available on our website (build 
178).


For those who already registered, the password hasn't changed, they can 
download the new build at : http://www.arsmarts.com/Downloads


For those who have not registered to the beta program yet and wish to do 
so, please go to : http://www.arsmarts.com/Register


Any question or comment, please don't hesitate to mail us.

Enjoy.

Kaïs

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Linking the ARAPI on Linux

[Misi Mladoniczky]

Hi,

I am having some problems getting a C++ API-program working on Linux.

I have compiled this fine on Windows and on older API-versions on Linux,
Solaris, HP-UX and AIX without any problems.

I have tried the 7.1.0 patch 8 ARAPI, as well as the 7.5.0 patch 4 ARAPI.

The libicuucbmc.so.32 seems to be linked libstdc++.so.5, and the various
dialects of Linux I have tried has libstdc++.so.6 installed.

I have installed the libstdc++.so.5 parallel to libstdc++.so.6, and made
the linker work, but I get a warning like this.

warning: libstdc++.so.5, needed by libicuucbmc.so.32, may conflict with
libstdc++.so.6.

The program makes a subsequent core-dump somewhere within the ARAPI. Some
things works, but after a while I get the crash.

I have read on various network sites that I must install g++ version 3.3
in order for the linker to link to libstdc++.so.5, and this version does
not seem to be in the repositories.

To sum things up, I would like to get some input on suitable
Linux-versions and maybe a sample Makefile to for a C++ program using the
ARAPI...

I have tested with 32-bit versions of Red Hat (Centos 5.4), Ubuntu 9.10
and 8.04.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

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Re: Remedy Special Charater Encoding issue via Web Service

[Axton]

Your question does not provide enough info to give a useful response.

- Axton

On Wed, Feb 10, 2010 at 7:42 AM, Zalaki, Suresh IN BOM SISL <
suresh.zal...@siemens.com> wrote:

> Any update on this please ?
>
>
> Regards
> Suresh Zalaki
>
>
> -Original Message-
> From: Zalaki, Suresh IN BOM SISL
> Sent: Monday, February 08, 2010 9:31 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: Remedy Special Charater Encoding issue via Web Service
>
> Hi,
>
>   I am trying to rise request via remedy webservice in remedy its not
> accepting the special character "Míċeál" giving error. Please suggest me
> what encoding it require?
>
>
> Regards
> Suresh Zalaki
>
>
> Important notice: This e-mail and any attachment there to contains
> corporate proprietary information. If you have received it by mistake,
> please notify us immediately by reply e-mail and delete this e-mail and its
> attachments from your system.
> Thank You.
>

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Re: need info

[Dennis Ruble]

Fred,
The issue was long enough ago I don't remember if the namespace tag was 
not required before the patch or if the format changed.  You must've been 
smart/lucky enough to have it in there properly from the beginning. 

Thanks for the response.  Always wondered if anyone avoided it...

Dennis





"Grooms, Frederick W"  
Sent by: "Action Request System discussion list(ARSList)" 

02/11/2010 04:56 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: need info






Strange. When we upgraded from 6.3.0 patch 20 directly to 7.1.0 patch 003 
we didn't have to rewrite any of our services and we have not had any 
problems.

My best suggestion is to install a 7.5 Mid-Tier on some temporary out of 
the way server and try it against a dev or test instance of ARS server.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble
Sent: Thursday, February 11, 2010 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: need info

** 
Joe, 
It means that all 3 components(ARSystem, MidTier, and Admin Tool) need to 
be on the same side of that 7.0.1 patch 004 threshold.  For example, if 
you have ARSystem 7.0.1 patch 003 or below and have a MidTier at 7.0.1 
patch 004 or above, existing web services may not work.  I say "may" 
because there might be some that do continue to work -- I can just tell 
you that all of ours failed and we had to rewrite.  Also, if you have 
ARSystem 7.0.1 patch 004+ and MidTier 7.0.1 patch 004+, and try to create 
a web service with Admin tool 7.0.1 patch 003 or below, the web service 
you create will not work.  They've all 3 got to be above or below that 
threshold.   

The thing that that line in the matrix doesn't say that perturbed me is 
that web services need to be recreated when crossing the threshold.  Our 
experience was that the web services written in 6.3 would not work when we 
crossed the threshold.  They had to be rewritten using an upgraded admin 
tool on an upgraded AR System with an upgraded MidTier. 

For what its worth, I read the line in the matrix and didn't understand 
the implications until hit over the head with it. 

In Amit's situation, if he doesn't have web services he's probably OK 
today.  Like you we're running 7.1 midtier instead of 7.5 though, so not 
sure.  However, if he tries to create a web service in that mixed 
configuration it will not work per my experience because one component 
will be above the threshold and one is below. 

Hope that helps! 

Dennis 

-Original Message-
Sent by: "Action Request System discussion list(ARSList)" 
 On Behalf of Joe D'Souza
Sent : 02/11/2010 01:25 PM 
To : arslist@ARSLIST.ORG 
Subject : Re: need info

** 
Dennis, 
  
Somehow that statement - "Use of webservices requires that all 
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all 
be at 7.0.1 patch 003 or below" - doesn't make sense.. It means you can be 
on any version.. 
  
Or am I interpreting it wrong? 
  
Joe 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Dennis Ruble
Sent: Thursday, February 11, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: need info

** 
Amit, 
You may have a problem if you are using web services.  Per the 7.0.1 
Compatibility Matrix:  "Use of webservices requires that all 
ARS/Mid-tier/Admin Tool components be at 7.0.1 patch 004 or above, or all 
be at 7.0.1 patch 003 or below".   

7.0.1 patch 004 introduced a new way of handling webservice namespace.  We 
use web services and had to upgrade ARSystem to 7.0.1 patch 004+ before we 
could use mid tier 7.1 or above.  Our web services had to be rewritten 
with this upgrade.  I will say that it was worth the pain -- midtier 7.x 
is much better... 

Regards, 
Dennis Ruble 

-Original Message-
Sent by: "Action Request System discussion list(ARSList)" 
  On behalf of Joe D'Souza 
Sent: 02/11/2010 12:08 PM 
To : arslist@ARSLIST.ORG 
Subject : Re: need info

** 
I have been on Mid-tier 7.1 on ARS 6.3 with no problems.. 
 
To the best of my knowledge you can go to Mid-Tier 7.5 too and not face 
any issues.. 
 
Joe 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Amit
Sent: Thursday, February 11, 2010 9:35 AM
To: arslist@ARSLIST.ORG
Subject: need info

** 
Hello , 
 
We have incident and problem management application based on BMC ARS 6.3 
platform. Currently we are using mid tier version 6.3. We are planning to 
upgrade mid tier version to 7.x . 
Is it possible to go for mid tier version 7.5 with AR server 6.3? 
 
Regards, 
 
Amit 

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Re: Remedy Special Charater Encoding issue via Web Service

[Grooms, Frederick W]

Can you forward the actual error (SOAP Fault) message?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
Sent: Friday, February 12, 2010 8:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Absolutely you are correct it’s a Portal html problem and also it’s a remedy 
problem too ..with these details we are getting SOAP error for request creation 
in remedy via webservice



Regards
Suresh




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Friday, February 12, 2010 6:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Suresh Zalaki,

If I am understanding you correctly, then you have not yet identified
an error that the systems are throwing. The problem is that the value
is displayed incorrectly to the user on a portal site?

Are you sure this is "Remedy Web Service" problem at all?
Maybe it is a portal problem?
Maybe it is a browser/HTML problem?

I would suggest that you get your portal admins (Or whoever is making
the Web Service call to Remedy) to capture the XML that is send and
received to/from the "Remedy Web Service". I think that should tell
you much more about what is going on than we know right now.

You might also ask your Remedy Mid-Tier admins to turn on/up "Web
Service" logging on the Mid-tier host(s) so that you can try to see
what the Remedy side of this conversation is doing as well.

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Fri, Feb 12, 2010 at 7:30 AM, Zalaki, Suresh IN BOM SISL
 wrote:
> Well thanks for the comment on this Carey Matthew Black.
>
> We have a one portal, on the portal we retrieve User details from Active 
> directory i.e. first Name and last name and rest. But we have seen that the 
> special character (Míċeál ) looks as attached on the portal.
> Then these details are sent to the remedy via web service
>
> Issue is to show the first name as same as (Míċeál).But it shows like as 
> attached.
>
> Regards
> Suresh Zalaki

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Re: Lower case logins - CTM:People in Remedy 7.5

[Pierson, Shawn]

I don't remember the precise syntax for Oracle, but something like:

UPDATE CTM_People SET CTM_People.Remedy_Login_ID = lower(Remedy_Login_ID)

Of course, this works with no issue on SQL Server where it's case insensitive 
by default (except for LDAP authentication, which BMC refuses to admit is a 
bug.)  It may not work right on Oracle.  If I were in your shoes, I'd probably 
just create an Escalation to do it, mimicking what happens when you manually 
change an individual login (which you would discover by manually doing it with 
AL/Filter logging turned on.)

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of kevkenn
Sent: Thursday, February 11, 2010 7:18 PM
To: arslist@ARSLIST.ORG
Subject: Lower case logins - CTM:People in Remedy 7.5

We have a need a way to bulk modify login ids (to lowercase) on the
CTM:People form in Remedy. These People have already been created via LDAP.


Does anyone know of the best way to do this in mass? Im finding it hard to
track down what pieces of code that are involved. Ive ran a log when using
the Data Wizard console (which will only let you modify one User Login at a
time) which is quite complex, and Im looking through it.


What I was hoping to do is run some sort of escalation or filter even on the
CTM People to give people lower case logins. (I know the basic premise is to
use the Lower function, but when I ran the filter for one people record i
got a unique index error.)

Thanks

Env - Windows 2003 SP2
Oracle 10g
Remedy 7.5
--
View this message in context: 
http://old.nabble.com/Lower-case-logins---CTM%3APeople-in-Remedy-7.5-tp27556752p27556752.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

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Issue Saving Attachments in Mid-Tier

[Arner, Todd]

Hello Everyone,
We have one user having sporadic issues attaching and saving files to a
form via the Mid-Tier.  The user attaches the file and saves the
request.  Everything appears to have worked fine but when she goes back
into the request the attachment is not there.  Others are able to save
the record with the same file attachment just fine.  It's just the one
user having the issue periodically.  Seems to happen more often on
larger files of 1 MB or more.  Generally she can save smaller files with
no problem.

Clearing the internet temp files seems to help for a short time but then
the problem starts up again.

Has anyone seen this before?  Have any ideas on how to fix?  Any info is
much appreciated.

ARS 7.1 patch 1
Mid-Tier 7.5 patch 3
Windows 2003 server
SQL 2005

Windows XP 
IE 6

Todd Arner
Great Lakes

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Re: Remedy Special Charater Encoding issue via Web Service

[Zalaki, Suresh IN BOM SISL]

Hi,

Arserver7.1
Web server   Apache Tomcat.
Database   : MS SQL
OS   Windows

Regards
Suresh




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, February 12, 2010 8:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

You told us you are on ARS 7.1.  What about the hardware OS, Database, and web 
server?  Different operating systems (Solaris, Linux, Windows, ...) and 
databases (Oracle, Sybase, MS SQL, ...) and web servers (Apache, Tomcat, IIS, 
...) handle character encoding differently.

You also don't state where you are seeing the incorrect name.  Are you seeing 
it using the User Tool, or thru Mid-Tier?

More info would help us to give you a better answer.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
Sent: Friday, February 12, 2010 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Well thanks for the comment on this Carey Matthew Black.

We have a one portal, on the portal we retrieve User details from Active 
directory i.e. first Name and last name and rest. But we have seen that the 
special character (Míċeál ) looks as attached on the portal.
Then these details are sent to the remedy via web service

Issue is to show the first name as same as (Míċeál).But it shows like as 
attached.

Regards
Suresh Zalaki


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Friday, February 12, 2010 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Suresh,

Can you be specific about the error that you are getting?
Where do you see the error? (The Web Service Client? The Mid-Tier log
files? The ARS Server arerror.log ?)

I am not sure how well ARS deals with unicode strings being entered
via their Web Services interface. It also may heavily depend on if
your ARS server is installed to use a unicode Database too.

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Fri, Feb 12, 2010 at 4:19 AM, Zalaki, Suresh IN BOM SISL
 wrote:
> Hi we are using remedy arserver 7.1.
>
> Regards
> Suresh Zalaki
>
> Siemens Information Systems Ltd.
> GO GAA GPC-IN CRM Factory
> Kharghar, Navi Mumbai-410210, India
> Tel : +91 22 2756 8625
> Mobile: +91 9004406668
> Email: suresh.zal...@siemens.com
> www.siemens.co.in
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Darrell Reading
> Sent: Wednesday, February 10, 2010 7:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> From your original message, this is what I see:
>
> You are trying to create a ticket in Remedy, using web services, but it's not 
> accepting the special characters you listed below.  We don't know what 
> version of remedy you are running, db, or hardware, just to name a few things.
>
>
> Darrell Reading Systems Engineer
> Phone 479.204.5739
> dere...@wal-mart.com
>
> Wal-Mart Stores, Inc.
> 805 Moberly Lane, MS-0560-68
> Bentonville, AR 72716
> Save Money. Live Better
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
> Sent: Wednesday, February 10, 2010 07:43
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> Any update on this please ?
>
>
> Regards
> Suresh Zalaki
>
>
> -Original Message-
> From: Zalaki, Suresh IN BOM SISL
> Sent: Monday, February 08, 2010 9:31 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: Remedy Special Charater Encoding issue via Web Service
>
> Hi,
>
>   I am trying to rise request via remedy webservice in remedy its not 
> accepting the special character "Míċeál" giving error. Please suggest me what 
> encoding it require?
>
>
> Regards
> Suresh Zalaki
>
>
> Important notice: This e-mail and any attachment there to contains corporate 
> proprietary information. If you have received it by mistake, please notify us 
> immediately by reply e-mail and delete this e-mail and its attachments from 
> your system.
> Thank You.

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Re: Remedy Special Charater Encoding issue via Web Service

[Zalaki, Suresh IN BOM SISL]

Absolutely you are correct it’s a Portal html problem and also it’s a remedy 
problem too ..with these details we are getting SOAP error for request creation 
in remedy via webservice



Regards
Suresh




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Friday, February 12, 2010 6:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Suresh Zalaki,

If I am understanding you correctly, then you have not yet identified
an error that the systems are throwing. The problem is that the value
is displayed incorrectly to the user on a portal site?

Are you sure this is "Remedy Web Service" problem at all?
Maybe it is a portal problem?
Maybe it is a browser/HTML problem?

I would suggest that you get your portal admins (Or whoever is making
the Web Service call to Remedy) to capture the XML that is send and
received to/from the "Remedy Web Service". I think that should tell
you much more about what is going on than we know right now.

You might also ask your Remedy Mid-Tier admins to turn on/up "Web
Service" logging on the Mid-tier host(s) so that you can try to see
what the Remedy side of this conversation is doing as well.

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Fri, Feb 12, 2010 at 7:30 AM, Zalaki, Suresh IN BOM SISL
 wrote:
> Well thanks for the comment on this Carey Matthew Black.
>
> We have a one portal, on the portal we retrieve User details from Active 
> directory i.e. first Name and last name and rest. But we have seen that the 
> special character (Míċeál ) looks as attached on the portal.
> Then these details are sent to the remedy via web service
>
> Issue is to show the first name as same as (Míċeál).But it shows like as 
> attached.
>
> Regards
> Suresh Zalaki

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Re: Remedy Special Charater Encoding issue via Web Service

[Grooms, Frederick W]

You told us you are on ARS 7.1.  What about the hardware OS, Database, and web 
server?  Different operating systems (Solaris, Linux, Windows, ...) and 
databases (Oracle, Sybase, MS SQL, ...) and web servers (Apache, Tomcat, IIS, 
...) handle character encoding differently.  

You also don't state where you are seeing the incorrect name.  Are you seeing 
it using the User Tool, or thru Mid-Tier?

More info would help us to give you a better answer.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
Sent: Friday, February 12, 2010 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Well thanks for the comment on this Carey Matthew Black.

We have a one portal, on the portal we retrieve User details from Active 
directory i.e. first Name and last name and rest. But we have seen that the 
special character (Míċeál ) looks as attached on the portal.
Then these details are sent to the remedy via web service

Issue is to show the first name as same as (Míċeál).But it shows like as 
attached.

Regards
Suresh Zalaki


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Friday, February 12, 2010 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Suresh,

Can you be specific about the error that you are getting?
Where do you see the error? (The Web Service Client? The Mid-Tier log
files? The ARS Server arerror.log ?)

I am not sure how well ARS deals with unicode strings being entered
via their Web Services interface. It also may heavily depend on if
your ARS server is installed to use a unicode Database too.

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Fri, Feb 12, 2010 at 4:19 AM, Zalaki, Suresh IN BOM SISL
 wrote:
> Hi we are using remedy arserver 7.1.
>
> Regards
> Suresh Zalaki
>
> Siemens Information Systems Ltd.
> GO GAA GPC-IN CRM Factory
> Kharghar, Navi Mumbai-410210, India
> Tel : +91 22 2756 8625
> Mobile: +91 9004406668
> Email: suresh.zal...@siemens.com
> www.siemens.co.in
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Darrell Reading
> Sent: Wednesday, February 10, 2010 7:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> From your original message, this is what I see:
>
> You are trying to create a ticket in Remedy, using web services, but it's not 
> accepting the special characters you listed below.  We don't know what 
> version of remedy you are running, db, or hardware, just to name a few things.
>
>
> Darrell Reading Systems Engineer
> Phone 479.204.5739
> dere...@wal-mart.com
>
> Wal-Mart Stores, Inc.
> 805 Moberly Lane, MS-0560-68
> Bentonville, AR 72716
> Save Money. Live Better
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
> Sent: Wednesday, February 10, 2010 07:43
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> Any update on this please ?
>
>
> Regards
> Suresh Zalaki
>
>
> -Original Message-
> From: Zalaki, Suresh IN BOM SISL
> Sent: Monday, February 08, 2010 9:31 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: Remedy Special Charater Encoding issue via Web Service
>
> Hi,
>
>   I am trying to rise request via remedy webservice in remedy its not 
> accepting the special character "Míċeál" giving error. Please suggest me what 
> encoding it require?
>
>
> Regards
> Suresh Zalaki
>
>
> Important notice: This e-mail and any attachment there to contains corporate 
> proprietary information. If you have received it by mistake, please notify us 
> immediately by reply e-mail and delete this e-mail and its attachments from 
> your system.
> Thank You.

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immediately by reply e-mail and delete this e-mail and its attachments from 
your system.
Thank You.

Re: Remedy Home Page

[Robert Fults]

http://fiu.edu/~rfults/remedyhome.html

This is still in progress and the RSS feeds don't render properly in IE for 
some reason.  Flash and RSS are actually linked to our main IT Support homepage 
(http://uts.fiu.edu) so when they update info there it reflects in Remedy. They 
are just view fields and I have an AL do a Set Fields to load the flash and RSS 
on window load.  Links open in a new browser window using AL Run Process 
command.  I have the IM and PM tabs with tables set to show tickets assigned to 
the current logged in support user and the flash board show total open tickets 
for the University.  Ability to view tabs and support links are controlled 
using row-level security.  Page really doesn't slow down too much using tables. 
 If users have a lot of tickets assigned to them you can always chunk the table 
data so it doesn't load everything all at once.

Sincerely,

Robert Fults
Remedy Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu
-Original Message-
From: lee [mailto:haeyoon@gmail.com] 
Sent: Thursday, February 11, 2010 4:15 PM
Subject: Re: Remedy Home Page

Thanks everyone for the replies!

I was really hoping to show a simple number of their own tickets.
I could do it with tables and colcount but don't want to slow the home
page down.



On Feb 8, 7:17 pm, "Brock, Anne"  wrote:
> Might want to check out what BMC did with the ITSMoD home page; there's a 
> webinar Tuesday morning that will show it. The webinar will be recorded for 
> later viewing (go towww.bmc.com/eventsto sign up for it)
>
> It's much nicer looking!
>
> Anne Brock
> BMC SC
> (note: comments are my own, not necessarily BMC's position)
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of lee
> Sent: Monday, February 08, 2010 12:49 PM
> To: arsl...@arslist.org
> Subject: Remedy Home Page
>
> This one was quite difficult to search on.
>
> Everytime I log into Remedy, the Home Page is so plain.
> I have some ideas that I want to do but I'm wondering what others have
> done to spruce up their home page.
>
> I'm thinking of putting some simple like a flashboard.
> Ideally I'd like to put up a flashboard of the logged user's current
> open incident and work orders.
> However I can't find a way to do it with a single variable flashboard.
>
> Anyway, what have others done on their home page?
> Links to intranet?
> Picture of the company office?
>
> Thanks
>
> ___
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Re: Crystal Reports Server XI running reports with subreports

[Jiri Pospisil]

++
Please Read The Disclaimer At The Bottom Of This Email
++

Susan,

We are definitely running Crystal reports containing a number of sub-reports 
higher than just 1 (even using different forms).
The reports are scheduled to run, but we use Business Objects server rather 
than CRS, but not sure how much of a difference this makes.
I have seen similar issues before and in most cases it was down to the 'use 
underscore' setting, which in some sub-reports was used while in others was not.
To fix this, all sub-reports needed to have the same setting. To correct the 
report source, you can use the Set Datasource Location option and login to 
Remedy using the correct setting for 'use underscore'.
In some cases, even this left a value hanging inside objects such as graphs or 
formulas. These then needed to be fixed manually.

Hope this is of some help.

Regards
Jiri Pospisil

Remedy Specialist
LCH.Clearnet



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Susan Palmer
Sent: 11 February 2010 19:30
To: arslist@ARSLIST.ORG
Subject: Crystal Reports Server XI running reports with subreports

**
Hi Everyone,

We have been using CRS XI for a year now and automatically run between 60-100 
reports each night successfully.  Some of the reports do have a subreport, not 
a problem.

We have a new summary report which is actually a master with 6 subreports that 
runs successfully using CR XI desktop but will NOT run on CRS XI.  We get a 
'Table not found error.'  All the re(sub)ports are reporting on the same table.

I've pretty well recreated the whole thing thinking something was internally 
wrong with the report.  Then I suppressed all the subreports and make them 
available one by one bringing the new report object into CRS.  Successful until 
I reached the report that contained subreport #5.  I thought it was the 
culprit.  So I brought that object only into CRS and it ran successfully.

I get the error when again it's part of the master report.

This is the first time I've tried to schedule a report with more than 2 
subreports.  Does anyone know if there actually is a limit or some setting to 
be modified.  I have searched everywhere within the tool itself and the help 
text.

I even went so far as to go to SAP's support site and submit a 'message' (they 
don't even call them issues or problem .. lol ... and anyone who spends time on 
that site should receive a medal of honor!).  Then the next day I spent on hour 
on a remote session doing everything I had already done with the same results.

This report needs to run every two hours and right now I'm that automation, but 
some would say with a flaky clock.

Please shed some light on this if you can.

With appreciation,
Susan

Susan Palmer
ShopperTrak
200 W Monroe St  11th Floor
Chicago, IL  60606
312-529-5325
312-502-7687
spal...@shoppertrak.com

Crystal Reports Server v11.5
Crystal Reports Professional v11.0.0.2
Remedy v 7.0.1P2
Oracle 10g2

Separate server with CRS
Database server separate from application server
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_

*

This email is intended for the named recipient(s) only. Its contents are  
confidential and may only be retained by the named recipient(s) and may only be 
copied or disclosed with the consent of LCH.Clearnet Limited.   If you are not 
an intended recipient please delete this e-mail and notify 
postmas...@lchclearnet.com.

The contents of this email are subject to contract in all cases, and 
LCH.Clearnet Limited makes no contractual commitment save where confirmed by 
hard copy.  LCH.Clearnet Limited accepts no liability, including liability for 
negligence, in respect of any statement in this email.

LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, 
London EC3N 1EA.Recognised as a Clearing House under the Financial Services 
& Markets Act 2000. Reg in England No.25932 
Telephone: +44 20 7426 7000  Internet: http://www.lchclearnet.com

*


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Strange problem

[German Valenzuela]

Hi

I have an application which query CTM:People Permission Groups for the
groups of a user and the result is different from web interface the problem
is after I update the permission groups, include a new group, in the web
interface I run my application again and it return only the group that I
include. Somebody can help-me?

Thanks

-- 
German Valenzuela
Prill Tecnologia
+55 (21) 4063-6449
german.valenzu...@prill.com.br
http://www.prill.com.br

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Re: Remedy Special Charater Encoding issue via Web Service

[Carey Matthew Black]

Suresh Zalaki,

If I am understanding you correctly, then you have not yet identified
an error that the systems are throwing. The problem is that the value
is displayed incorrectly to the user on a portal site?

Are you sure this is "Remedy Web Service" problem at all?
Maybe it is a portal problem?
Maybe it is a browser/HTML problem?

I would suggest that you get your portal admins (Or whoever is making
the Web Service call to Remedy) to capture the XML that is send and
received to/from the "Remedy Web Service". I think that should tell
you much more about what is going on than we know right now.

You might also ask your Remedy Mid-Tier admins to turn on/up "Web
Service" logging on the Mid-tier host(s) so that you can try to see
what the Remedy side of this conversation is doing as well.

-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Fri, Feb 12, 2010 at 7:30 AM, Zalaki, Suresh IN BOM SISL
 wrote:
> Well thanks for the comment on this Carey Matthew Black.
>
> We have a one portal, on the portal we retrieve User details from Active 
> directory i.e. first Name and last name and rest. But we have seen that the 
> special character (Míċeál ) looks as attached on the portal.
> Then these details are sent to the remedy via web service
>
> Issue is to show the first name as same as (Míċeál).But it shows like as 
> attached.
>
> Regards
> Suresh Zalaki

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Re: Remedy Special Charater Encoding issue via Web Service

[dhut...@tds.net]

Zalaki, Suresh IN BOM SISL wrote:

Hi,

   I am trying to rise request via remedy webservice in remedy its not accepting the 
special character "Míċeál" giving error. Please suggest me what encoding it 
require?


Regards
Suresh Zalaki


Important notice: This e-mail and any attachment there to contains corporate 
proprietary information. If you have received it by mistake, please notify us 
immediately by reply e-mail and delete this e-mail and its attachments from 
your system.
Thank You.
  


I don't see special characters, I see foreign characters.  The error you 
are getting would be helpful to know.


Ensure you are setup to support UTF-8.  Also note that foreign 
characters use multiple bytes; so just be sure you have room in the field.


-David

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Re: Remedy Special Charater Encoding issue via Web Service

[Zalaki, Suresh IN BOM SISL]

Well thanks for the comment on this Carey Matthew Black.

We have a one portal, on the portal we retrieve User details from Active 
directory i.e. first Name and last name and rest. But we have seen that the 
special character (Míċeál ) looks as attached on the portal.
Then these details are sent to the remedy via web service

Issue is to show the first name as same as (Míċeál).But it shows like as 
attached.

Regards
Suresh Zalaki


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Friday, February 12, 2010 5:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Suresh,

Can you be specific about the error that you are getting?
Where do you see the error? (The Web Service Client? The Mid-Tier log
files? The ARS Server arerror.log ?)

I am not sure how well ARS deals with unicode strings being entered
via their Web Services interface. It also may heavily depend on if
your ARS server is installed to use a unicode Database too.

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Fri, Feb 12, 2010 at 4:19 AM, Zalaki, Suresh IN BOM SISL
 wrote:
> Hi we are using remedy arserver 7.1.
>
> Regards
> Suresh Zalaki
>
> Siemens Information Systems Ltd.
> GO GAA GPC-IN CRM Factory
> Kharghar, Navi Mumbai-410210, India
> Tel : +91 22 2756 8625
> Mobile: +91 9004406668
> Email: suresh.zal...@siemens.com
> www.siemens.co.in
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Darrell Reading
> Sent: Wednesday, February 10, 2010 7:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> From your original message, this is what I see:
>
> You are trying to create a ticket in Remedy, using web services, but it's not 
> accepting the special characters you listed below.  We don't know what 
> version of remedy you are running, db, or hardware, just to name a few things.
>
>
> Darrell Reading Systems Engineer
> Phone 479.204.5739
> dere...@wal-mart.com
>
> Wal-Mart Stores, Inc.
> 805 Moberly Lane, MS-0560-68
> Bentonville, AR 72716
> Save Money. Live Better
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
> Sent: Wednesday, February 10, 2010 07:43
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> Any update on this please ?
>
>
> Regards
> Suresh Zalaki
>
>
> -Original Message-
> From: Zalaki, Suresh IN BOM SISL
> Sent: Monday, February 08, 2010 9:31 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: Remedy Special Charater Encoding issue via Web Service
>
> Hi,
>
>   I am trying to rise request via remedy webservice in remedy its not 
> accepting the special character "Míċeál" giving error. Please suggest me what 
> encoding it require?
>
>
> Regards
> Suresh Zalaki
>
>
> Important notice: This e-mail and any attachment there to contains corporate 
> proprietary information. If you have received it by mistake, please notify us 
> immediately by reply e-mail and delete this e-mail and its attachments from 
> your system.
> Thank You.

___
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proprietary information. If you have received it by mistake, please notify us 
immediately by reply e-mail and delete this e-mail and its attachments from 
your system.
Thank You.
<>

Re: Remedy Special Charater Encoding issue via Web Service

[Carey Matthew Black]

Suresh,

Can you be specific about the error that you are getting?
Where do you see the error? (The Web Service Client? The Mid-Tier log
files? The ARS Server arerror.log ?)

I am not sure how well ARS deals with unicode strings being entered
via their Web Services interface. It also may heavily depend on if
your ARS server is installed to use a unicode Database too.

-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Fri, Feb 12, 2010 at 4:19 AM, Zalaki, Suresh IN BOM SISL
 wrote:
> Hi we are using remedy arserver 7.1.
>
> Regards
> Suresh Zalaki
>
> Siemens Information Systems Ltd.
> GO GAA GPC-IN CRM Factory
> Kharghar, Navi Mumbai-410210, India
> Tel :     +91 22 2756 8625
> Mobile: +91 9004406668
> Email: suresh.zal...@siemens.com
> www.siemens.co.in
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Darrell Reading
> Sent: Wednesday, February 10, 2010 7:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> From your original message, this is what I see:
>
> You are trying to create a ticket in Remedy, using web services, but it's not 
> accepting the special characters you listed below.  We don't know what 
> version of remedy you are running, db, or hardware, just to name a few things.
>
>
> Darrell Reading Systems Engineer
> Phone 479.204.5739
> dere...@wal-mart.com
>
> Wal-Mart Stores, Inc.
> 805 Moberly Lane, MS-0560-68
> Bentonville, AR 72716
> Save Money. Live Better
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
> Sent: Wednesday, February 10, 2010 07:43
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Special Charater Encoding issue via Web Service
>
> Any update on this please ?
>
>
> Regards
> Suresh Zalaki
>
>
> -Original Message-
> From: Zalaki, Suresh IN BOM SISL
> Sent: Monday, February 08, 2010 9:31 PM
> To: 'arslist@ARSLIST.ORG'
> Subject: Remedy Special Charater Encoding issue via Web Service
>
> Hi,
>
>   I am trying to rise request via remedy webservice in remedy its not 
> accepting the special character "Míċeál" giving error. Please suggest me what 
> encoding it require?
>
>
> Regards
> Suresh Zalaki
>
>
> Important notice: This e-mail and any attachment there to contains corporate 
> proprietary information. If you have received it by mistake, please notify us 
> immediately by reply e-mail and delete this e-mail and its attachments from 
> your system.
> Thank You.

___
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Re: Remedy Special Charater Encoding issue via Web Service

[Zalaki, Suresh IN BOM SISL]

Hi we are using remedy arserver 7.1.

Regards
Suresh Zalaki

Siemens Information Systems Ltd.
GO GAA GPC-IN CRM Factory
Kharghar, Navi Mumbai-410210, India
Tel : +91 22 2756 8625
Mobile: +91 9004406668
Email: suresh.zal...@siemens.com
www.siemens.co.in



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Darrell Reading
Sent: Wednesday, February 10, 2010 7:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

From your original message, this is what I see:

You are trying to create a ticket in Remedy, using web services, but it's not 
accepting the special characters you listed below.  We don't know what version 
of remedy you are running, db, or hardware, just to name a few things.


Darrell Reading Systems Engineer
Phone 479.204.5739
dere...@wal-mart.com

Wal-Mart Stores, Inc.
805 Moberly Lane, MS-0560-68
Bentonville, AR 72716
Save Money. Live Better

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Zalaki, Suresh IN BOM SISL
Sent: Wednesday, February 10, 2010 07:43
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Special Charater Encoding issue via Web Service

Any update on this please ?


Regards
Suresh Zalaki


-Original Message-
From: Zalaki, Suresh IN BOM SISL
Sent: Monday, February 08, 2010 9:31 PM
To: 'arslist@ARSLIST.ORG'
Subject: Remedy Special Charater Encoding issue via Web Service

Hi,

   I am trying to rise request via remedy webservice in remedy its not 
accepting the special character "Míċeál" giving error. Please suggest me what 
encoding it require?


Regards
Suresh Zalaki


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Re: Re : CI Viewer

[Frex Popo]

Flushed numerous time but no luck... it was the first thing I tried. :) 
 
this happens in both dev and production server.


--- En date de : Jeu 11.2.10, Joe D'Souza  a écrit :


De: Joe D'Souza 
Objet: Re: Re : CI Viewer
À: arslist@ARSLIST.ORG
Date: Jeudi 11 Février 2010, 19h07


** 
Maybe your Mid-tier application has not recached after you made some change? 
Flush the cache and try the operation again..
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Frex Popo
Sent: Thursday, February 11, 2010 8:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Re : CI Viewer

** 




The first error states it could be due to problems in workflow, so will enable 
the workflow log and take it from there :)
 
8804 

Error 

The specified container does not exist. 

This is likely caused by a programming error, for example, in an incorrect API 
program. You 

might also see this if an Open Window active link action tries to open a form 
from a different 

server and a different application name. 



--- En date de : Jeu 11.2.10, Frex Popo  a écrit :


De: Frex Popo 
Objet: Re: Re : CI Viewer
À: arslist@ARSLIST.ORG
Date: Jeudi 11 Février 2010, 13h00








 
Hello Joe,
 
I now have access to the Web Server. Looked at the logs and this is what I 
found:
 
ARERR [8804] The specified container does not exist : SCRSRM:REQ:Start
 
[2/9/10 10:51:19:233 CET] 0026 SystemErr R  ... 24 more
[2/9/10 10:53:27:987 CET] 0030 SystemErr R * ILOG JViews Diagrammer 
version 6.5 is in use.
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** Licensed for deploying 
application 'BMC Atrium CMDB and BMC
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** Change Managemen'.
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** This license does not 
cover development.  You are required to
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** purchase a development 
license if you want to develop
[2/9/10 10:53:27:987 CET] 0030 SystemErr R ** software using this 
product.
 
full log attached.
 
Regards
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